Camcorder battery caught fire

Shokami

Bought a Panasonic NV-DS35 complete holiday pack online in Feb 06. In June 06 came home late after a day out, put the battery into the unit to see the footage, and the camera started smoking. The battery was red hot. Managed to get it out of the camcorder and it burst into flames, so chucked it into the sink & ran the tap to put it out! To cut a long story short, sent it back to the company we bought it from , who sent it back to the manufacturer. It has been repaired, and is on its way back to us minus the battery. Apparently the battery is not covered by the warranty. Is this usual? Have been all through the paperwork, and found no mention of this anywhere. Could we ask for a replacement under the 'fit for purpose' thingy I've vaguely heard about? The battery had only been charged and used about 6 times. Surely it shouldn't pack up that quickly? (As an afterthought, I dread to think of the consequences if we hadn't removed the battery before we drove home and it had ignited in the boot of the car!)
Any thoughts or advice would be very much appreciated
Shoki

Little_John

Batteries are not normally covered by warrenty as they do fail over time but not in the way yours has, they normally fail to hold their charge normally they have a 2 month warrently to cover againts defects.

Personally I wouldnt have contacted the reseller in the case of a dangerous item I would have gone direct to the manufacturer. So your camera has been repaired, and returned without the battery. as far as I know the battery is your property so why wasnt it returned? I would contact the supplier or who ever your contract is with and ask them for the battery that is rightfully yours to be returned.

There will be 2 possible outcomes you get the screwed battery back in whihc case you contact Panasonic who will infestigate the problem battery and should replace it. the other option is that they have thrown your property away without your say so and should in that case provide a replacement for the item that is yours.
Another point, was the battery a genuine panasonic battery? if it wasnt then dont go calling panasonic you need to contact the supplier of the battery.

Shokami

Thanks Little John. Yes it was a Panasonic battery, a CGA-DU14, bought as part of a Panasonic package. The camera is on its way back, so don't know if the battery will be with it. The company who supplied the package say they returned it to the manufacturer, Panasonic, who repaired the camcorder and said the battery wasn't covered.

Little_John

If they return both items then contact panasonic directly and see if that is what they really say. the thing caught fire it isnt a case of it stopped working or fails to hold charge there could have been fatalities casued by a failure of one of their products.

The not sutable for purpose is a get out clause you could use to return the whole package to the supplier but before that step you shoud contact the CAB to see what they say about it. You should also be able to contact your credit card company if you paid be credit card and they will be able to get your money back. Wait to see what you get back, I wouldnt be accepting the package back without the battery as it is no longer useable.

You have a good case but you need to see what you receive back before taking it any further.

Shokami

It's a case of wait & see then. Will post again when there are further developments. Thanks a lot for your advice Little John
Shoki

Shokami

Are you there Little John? I'm still waiting for the return of my camcorder!! Have emailed the company numerous times, but they have stopped replying after twice telling me it had been dispatched that day. The last time was on 15/8. The person on the end of the phone is apparently only there to take telephone orders, doesn't deal with returns/repairs, that is all done by one person, via email. That person is not answering my emails! What do I do now?
P.S. Can anyone in MSE land please give me some advice on how to deal with this company? I shall be a bald, demented wreck if this situation lasts much longer.
Thanks
Shoki

albertross_2

Name and shame them.

Speak to Trading Standards.

Shokami

Thanks albertross. I have tried to be careful not to name the company on the forum for fear of repercussions, or causing further problems, but enough is enough. I will do as you suggest and contact trading standards
Shoki

Shokami

Have emailed Trading Standards tonite. Will await their reply, and hopefully will be able to give MSE'ers details of this company and the shoddy customer care & poor treatment it doles out to it's customers!!

Shokami

Update:
Camcorder returned, minus battery on 23/9, 93 days after they received it!! Spoke to T/S. Company in breach of Sale of Goods Act 1979. Items sold must be fit for purpose, safe & durable. Two recorded delivery letters later, still no reply. Am now preparing to take them to small claims court. Have given them one last chance to replace the battery, (which by the way was advertised on their website as having an 18 month extended warranty!!), then it's all systems go!
Beware of buying electrical items online. You may get a good price, but nothing beats being able to visit a shop & deal with them face to face when things go wrong.
Shoki

rosscobley

Go to Panasonic direct. Could be a problem with the battery. Have you seen all the press about the laptop batterys catching fire. What if you had been out and it had burnt your house down. With all the press at the moment i would find the address/email for head office and send a letter/email to the MD of the company telling them that you are going to go to the press and then take them to court. I bet it will be sorted in days. They may need to put a recall out on there batterys as well